Personalized: Customer Strategy in the Age of AI

Book Overview
In *Personalized: Customer Strategy in the Age of AI*, Mark Abraham and David C. Edelman present a playbook for how companies can harness AI to deliver personalization at scale. The book argues that without personalization deeply embedded into strategy, organizations waste effort, lose customer trust, and fall behind. The authors define the Five Promises of Personalization—Empower Me; Know Me; Reach Me; Show Me; Delight Me—and illustrate these with case studies across retail, healthcare, banking, travel, and technology.

About The Author
Mark Abraham is a Senior Partner at Boston Consulting Group (BCG) and founder of its Personalization business. He has helped numerous high?profile brands build personalized customer experiences, combining technology, data, and culture. David C. Edelman is Senior Lecturer at Harvard Business School and a long?standing marketing strategist and executive advisor, especially in the areas of AI, agile marketing, and customer experience.

• Book cover: Hardcover
• Pages: 288
• ISBN number: 978?1647826277
• Publisher name: Harvard Business Review Press
• Author: Mark Abraham & David C. Edelman
• Language: English